MULTI-SITE OPERATIONS

Our state-of-of-the-art contact center facilities are strategically located to offer optimal coverage, costs and staffing. Whether through our domestic, near shore or remote (work-at-home) network, MAI is committed to exceeding client expectations for quality and service.

TECHNOLOGY

MAI uses the Avaya Suite of products for telephony support along with an advanced, proprietary web-based CRM application to drive our contact center solutions. Because we developed and maintain the application, it is easily integrated with existing systems and can be customized to your specific needs.

RECRUITING & TRAINING

MAI hires qualified professionals with demonstrated success in customer service, sales and technical support. Training curriculums are designed around your unique objectives with the goal of transforming our agents into valuable extensions of your own staff.

BUSINESS SOLUTIONS

MAI serves Fortune 500 and medium-size businesses as a U.S. based outsourced call center. Our clients are leaders in their industries and demand excellence from our team. We offer inbound/outbound phone, email response, live web chat, web callback and other multichannel touch point coverage.

24/7/365

Customers don’t keep “business hours.” They research, shop, buy and share their experiences around-the-clock which is why partnering with a 24/7 contact center makes good business sense. MAI offers flexible, cost-effective solutions for everything from order taking to monitoring and responding to social media activity.

PCI COMPLIANT

MAI takes security and privacy issues very seriously. As a PCI DSS-certified merchant (Payment Card Industry Data Security Standard), we take the necessary steps to ensure all cardholder data is protected when being stored and transmitted.

REPORTING

MAI’s proprietary web-based application (MARS/MARSWeb) provides “anywhere” access to real time reports. Custom-built to client specifications, reports can include metrics such as calls per hour, average speed of answer, talk time, abandon rate, etc.

AREAS OF SPECIALIZATION

MAI has the capabilities and resources to make any client program successful. In fact, we have proven our ability to excel in several areas where many traditional contact centers often fail. We consider ourselves true “specialists” in: Catalog Sales, Service-Dispatch-Call Closure, Consumer Affairs, Outbound Sales Lead Qualification, Marketplace Integration, Social Media Monitoring, Tier I and II Technical Support and Appointment Setting.

Top MAI Professionals Offering Contact Center Solutions

Industries across the country are answering the needs of customers and businesses seeking products and services. While technology is streamlining manufacturing processes, companies still rely on contact center professionals to handle the influx of daily calls to take orders, answer questions, resolve issues and collect payments. Call center outsourcing companies need experienced professionals to use their talents and experience to offer unique solutions for a range of different industries. If you have the passion, the determination and the team spirit to bring satisfaction to customers, then MAI is your pathway to career success.

Growing Positions In The Inbound/Outbound Call Center Field

Are you outgoing, energetic and eager to help businesses contact individuals and handle customer calls? Offering call center services to B2B and B2C companies can become a rewarding experience for you. MAI provides the tools, resources and coaching for people to handle inbound call center services, outbound calling services and other call solutions. What’s more, you are given the opportunity to help people and engage in an outstanding career.

The rising demand for outsourced and virtual call center staff is steadily rising. Small, medium and large corporations are seeking the right solutions to their call center problems. Some businesses are too small or just starting — and they need to have a fully functional contact center up and running, with trained staff. Larger corporations have overburdened call centers and have opened seasonal or temporary staffing positions to qualified individuals to handle the overrun of calls.

These positions are not for the faint of heart. If you love a challenge, love working with people, and love offering help to grateful customers, then becoming a call center representative is right for you. Work with other call representatives, team leaders and supervisors in a dynamic environment geared for you to offer the most ideal help to customers and successfully accomplish your job.

Career Advancement Available To High-Potential Employees

Being part of a contact center does not mean you are in a static position that offers no advancement. For those individuals who excel at their work and exceed team expectations, additional opportunities may be made available. MAI personnel provide ongoing support and training so you can move to the next level of your career.

Interested in becoming a contact center representative with MAI? Our training will help you grow your skills and talent, allowing you to be more productive in a position that you’ll love. You’ll get to help businesses that need call center companies so they can bring better satisfaction to customers, meet deadlines, and streamline their operations. Let us help you become part of this worthwhile career, today.

our clients/partners

As specialists in world class customer care, MAI supports the customer experience 24/7/365. Our ability to manage both B2B and B2C programs is enabled by leveraging technology, agent-performance tools, analytics and various other tools.

MAI provides flexible, affordable solutions for B2B and B2C clients who are looking to capture more sales from small to medium-sized businesses, all while striking the optimal balance between the cost of sales and ROI.

Integrated Fulfillment Services

About Us…

Our OUTSOURCED SALES SOLUTIONS team is comprised of sales and marketing professionals who understand direct sales account management, lead generation, scoring and nurturing. We also understand how important it is to produce “sales ready” leads and deliver significant ROIs on lead generation campaigns. We’ve taken our collective experience and blended it into a methodology that generates successes for our clients – and we can do the same for your business!

Our OUTSOURCED SALES SOLUTIONS process can deliver results for you. We’ll work closely with you on:

Establishing sales objectives, tactics, timeframe

Staffing your program with subject matter experts who can speak confidently and knowledgeably with your prospects

Flexible, Affordable, Accountable

What OUTSOURCED SALES SOLUTIONS does for clients is truly remarkable. Whether you’re looking for an inside sales team to handle direct sales or an appointment setting or reservation resource, we can custom-build a solution that works for your business. Tell us what you need and we’ll show you what we can do!

MAI’s proprietary technology and in-house IT professionals have allowed us to grow and expand our capabilities to keep pace with the way people communicate today. Our expertise includes:

Consumer Affairs

The first step in resolving a consumer concern or complaint is to listen, acknowledge and document it in a respectful, professional manner. MAI acts as your consumer liaison and offers a broad range of communication channels – from voice, chat and email to web forms and Social Media.

SMAK! patrol Social Media Services

MAI’s SMAK! patrol keeps you in tune with online conversations about your brand, products and company. We can track and report on what people are saying – as well as engage one-on-one with your prospects and customers to protect your reputation and turn potentially negative situations into win-win scenarios.

Service / Dispatch / Call Closure

If you are responsible for keeping customer equipment up-and-running, you need the right resources to provide quick, worry-free service. MAI’s service / dispatch / call closure protocol can consolidate service management activities including troubleshooting, service coordination, dispatch, closure, billing and more.

eCommerce Management

For many online retailers, the contact center is both a crucial customer touchpoint and back office partner. MAI’s professional, personable agents offer seamless customer service and full online marketplace management services to make your life easier.

MAI is committed to quality and continuous improvement. Our management team and supervisors continually monitor customer interactions supported by one-on-one coaching from team leaders. Agent performance is meticulously measured to identify customer satisfaction and efficiencies in areas such as:

Product knowledge

System proficiency

Script adherence

Professional call / process control

Security procedures

Data collection and verification

Presentation and soft skills

Our goal is to deliver an excellent customer experience and meet all agreed upon service metrics. We measure our success from your perspective and utilize regular feedback sessions to ensure team members understand and embrace our quality standards and expectations.

Industry Experience

Providing multi-channel contact center solutions to clients in a wide range of industries gives MAI the opportunity to cross-pollinate successful strategies from one program to another. It also allows us to share best practices and customize our services to fit your specific needs. Among the industries represented by our clients:

Company Address

Client TESTIMONIALS

"The Bridgestone Firestone purchase resale program was initiated in 2000. The main objective of the program was to provide automotive dealerships, muffler and brake shops and general service stations with the support tools they needed to sell Bridgestone Firestone tires to end users."
- Bridgestone Americas

"We rely on MAI, an established provider of call center and fulfillment services, to deliver efficient service and unparalleled customer satisfaction. MAI has proven to be an excellent outsourced solution and a true business partner. The company’s background in marketing communications and brand support ensures we are being represented at the highest level possible."
- Tim Holody, Seta Corporation

"MAI recently completed its fifth season as Figi’s outsourced call center partner. We have gained incremental efficiencies year-over-year with regard to the program ramp up – not only from a human resources perspective, but from a technology and telephony standpoint as well."
Darcy Tudor, VP & Program Manager, MAI - Figi’s Gifts in Good Taste

"MAI developed, produced and monitored a direct mail initiative on behalf of ColeTaylorBank which has served the needs of Chicago area business for more than seven decades. The program achieved a 1% response rate and resulted in a sizable new account win, as well as valuable exposure to a group of highly targeted prospects."
- Cole Taylor Bank

"MAI had the I-PASS customer service/transponder fulfillment program up and running in half the time originally projected for start up. Within 90 days, call volumes increased 250% in response to a planned increase in tolls for customers without I-PASS transponders. Because MAI built the program for scalability, the increased demands were quickly taken in stride."
- Illinois Tollway Authority

"The information collected was invaluable in developing an advertising campaign that exposed the realities of the issues surrounding the‘health services’ provided by Planned Parenthood. I had the opportunityto monitor the survey calls on several occasions and was impressed with the Marketing Alternatives staff members assigned to our project. The interviewers were polite, respectful and very professional."
- Steven Brody, Executive Director, Dubuque County Right to Life

"MAI has always provided good reporting and it just keeps getting better. My team loves it. The best part is, they realize the relevance and value of the information that is now available and it’s being used to strengthen and improve our business."
- Nancy Barbee,
Assistant Marketing Manager,
Domino Foods, Inc.

"Firestone Complete Auto Care customers enjoy the convenience of scheduling service appointments online thanks to MAI’s creative thinking and outstanding IT capabilities. Not only do customers enjoy a higher level of service, we are now able to identify – and resolve – store issues that have resulted in lost opportunities in the past."
- Jim Stahulak,
Manager, Database/Internet Marketing, Firestone

"Shipping product to customers quickly and accurately is a vital part of our business. MAI takes great care of all of our shipping needs, so I can focus on everything else that needs to be done. When we have a shipment with special requirements, we always know MAI will handle it without a problem."
- Christy Kaskey, Owner,
Kaskey Kids, Inc.

"MAI conceived, designed and produced the Mohawk Tile Bottega within-a-store program. From creative through warehousing, fulfillment and installation, MAI acted as a single-source partner to make this concept materialize into reality."
- Mark Lorberbaum, Mohawk Industries

"MAI’s flexibility was a contributing factor to Mustela’s success in growing its business in the U.S. and Canada. Their active and forward thinking saved time and money while fostering great relationships with our retail customers."
- Amie Youngs, Senior Logistics Manager, Mustela US

"Excellence is the standard at Standard Coffee and we expected no less from our partnership with MAI. We’ve heard only positive feedback about them from the Standard Direct customer base – they truly handle our business as if it was their own."
- Stanley W. Eilers, Standard Coffee

"The lead qualification program MAI put together for Wilsonart Flooring helped our sales team enormously with time management. By prioritizing the leads, salespeople could focus on the strongest opportunities which, in turn, helped close more sales."
- Tammy Weadock, Wilsonart Flooring

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